nr oferty: 93978 / 2018-10-08
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Network Engineer
Umiejętno¶ci komputerowe:
Opis stanowiska:
Position: Tier 1 Network

Primary Responsibilities

  • Screen, prioritize, resolve and manage all incoming internal and external communications in an expedited and timely manner

  • Provide administrative support to executive level customers

  • Manage and prioritize responsibilities, including technical tickets to meet agreed target resolution times

  • Provide a professional and courteous customer service experience and set expectations based on agreed processes

  • Maintain, update and utilize the knowledge base

  • Interact with an international customer base

  • Effectively train other members of the team

  • Manage service escalations

  • Manage customer relationships and resolve dissatisfied or difficult customer issues

  • Manage multiple issues simultaneously in high pressure environment where change is commonplace

  • Assist the Service Helpdesk Lead with ad-hoc projects

  • Maintain technical ticket entries with clear written English, without jargon or use of acronyms

Core Competencies

  • Superior customer relations skills and ability to set a positive example of service and integrity at all times

  • Proven success in diffusing difficult situations while maintaining composure

  • Type 55+ wpm ~ computer literate with strong experience in Microsoft Office and use of online resources

  • Experience supporting a call volume of 25-30+ calls/day

  • Experience and ability to work under high pressure and manage multiple projects

  • Ability to handle multiple interrupts and continue to multi-task effectively

  • Ability to instill confidence and credibility with customers, peers, and key stakeholders

  • Ability to speak clearly and effectively to customers and employees

  • Strong presentation and facilitation skills

  • Strong deductive reasoning, problem solving, and analytical skills

  • Strong organization and follow-through skills

  • Work independently and also in a team environment

  • Ability to analyze problems and make decisions with minimal management intervention

  • Ability to accept constructive feedback and change strategy as needed

  • Diligently follow standards and best practices for many different technology areas

  • Ability to understand new or unfamiliar information or complex documents easily

  • Ability to maintain confidential information

Business Acumen

  • Positive attitude and enthusiasm for Cisco s products and services

  • Ability to understand and apply Client Business, such as leveraging best practices or advocating customer position

  • Contextualize impacts by identifying implications of problems/issues/events on internal and external business processes

  • Identify Opportunities for ROS Process Improvement, e.g., optimization, proactive management, innovation

  • Knowledge of Information Technology Infrastructure Library (ITIL) framework

  • Communication

  • Build client relations; establish productive and reciprocal relationships with ROS Team, Customers, Partners and other stakeholders

  • Communicate effectively with clients

  • Communicate effectively with teams to facilitate information sharing, advocate client positions, leverage team resources

  • Educate client and enforce compliance to policies, procedures and project standards

  • Provide a cross-functional influence

We offer:

  • Toolbox Talks (worth one PDU)

  • Skill Soft- 90 Courses, E-books,videos,similations related to PMP

  • Customized Training Curriculum

  • Initial Training to improve Ramp Up

  • Process Training

  • Tools Training

  • End Customer Orientation

  • Lunch and Learns

  • Ongoing Training

  • New Process Implementation

  • Continued Career Growth

  • Reimbursement for Certification ( MUST PASS CERT) (1 EVERY 6 MONTHS)

  • Career Coaching

  • Focus on Personal Development

  • Incentivized Pay (overtime, bonuses ect)

  • Personal Relationship

  • Training Allowances


  • Minimum 6 months of Helpdesk experience

  • 1 year of experience preferred

  • CCNA desirable

  • IT related degree desirable

Miejsce pracy:
Krakow, małopolskie, Polska
Oferta ważna:
2018-10-08 - 2018-11-07
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